I have called vodacom on numerous occasion requesting migration from LTE contract to Fibre, till to date have not been assisted. After I have been told that migration to another package is possible, now I am being sent pillar to post and told it is not possible. I don't understand how can I be a vodacom client and still not be accommodated according to my needs.
I have reached a decision that vodacom is not for me, they don't care about me as a client. Vodacom is just in the business selling contracts in exchange for money. With this regard I have made things simple and requested a settlement amount of the this contract in order to move on and look for other service provider.
I have engaged with two clueless agents by the name of Njabulo and Cynthia Dlamini and requested a settlement amount for this contract. Till today i have not received the settlement amounts for this contract.
I have reached a point of being more that dissatisfied to an extent that I dont want to do anything with vodacom. I have written to the highest level which is the CEO of vodacom requesting intervention or assistance no feed-back provided. below is my correspondence to the highest level indicating my frustration:
CLIENT SERVICE DISSATISFACTION REF: 079 494 4551/8208215418089
Tue, 27 Oct, 11:40 (3 days ago)
to shameel.joosub
Good day Sir
I would like to bring to your attention that I have recently joined Vodacom as a customer for a 24 months LTE contract which is 100GB anytime data and 100GB night data. My first product preference was to sign up for a Fibre contract, however this was impossible at that time as the area I live in had no fibre infrastructure. I have brought this to the attention of the consultant who was assisting me over the phone and the lady indicated that it is possible to migrate to Fibre after I have completed 3 months having the current contract and I was happy with that as fibre infrastructure would only have been available in my area after 3 months.
I have made numerous calls to Vodacom after the 3 months period and I Spoke to the gentlemen by the name Njabulo and a Lady by the name Cynthia Dlamini. I was very dissatisfied with the service I have received from these agents as they were sending me from pillar to post. My last conversation with Cynithia Dlamini she was supposed to send me a settlement amount for my existing contract in order to find a way on how I can migrate to Fibre. until today I have not received any feed-back. The service I have received from the vodacom call centre has left a bad taste in my mouth.
I don't mean to be a difficult client but I have a great understanding on the importance of customer retention and how the service provider and customer should accommodate each other on reasonable terms. My request is simple which is the unlimited data package being the vodacom Fibre option and currently I have a maximum offer of the LTE option which is not sufficient for my needs. I am an existing client of Vodacom and my account is up to date and looking forward to building a loyal relationship with vodacom. I therefore humbly request your intervention in assisting with the matter as I have been told that my request is impossible as these are two different departments and operare differently and therefore if I want Fibre I must take a new contract and carry both costs which is impossible from the affordability perspective.
My understanding is that I am a Vodacom client and my intention is to create a long term relationship with Vodacom, however if the current predicament persists it means that Vodacom is unable to fulfil my needs and therefore will have to consider other service providers. I would like to reiterate that I don't have any intent to break the relationship and hope we can find a way around my request.
I humbly apologize to bring this matter at your level as I could not find a user friendly way to reach out to Customer Relationship Manager.
I thank you in advance for looking into this matter.
Your kindly assistance with this regard is highly appreciated.
Regards,